The role of proactive postsales services in supplier innovativeness and customer satisfaction

被引：3

作者：

Nguyen Thi Mai Trang ^{[1
]}

Nguyen Dinh Tho ^{[2
,3
]}

机构：

[1] Univ Econ HCM City, Sch Management, 59C Nguyen Dinh Chieu,Dist 3, Hcm City, Vietnam

[2] Univ Econ HCM City, Int Sch Business, 17 Pham Ngoc Thach,Dist 3, Hcm City, Vietnam

[3] Western Sydney Univ, Sch Business, Sydney, NSW, Australia

来源：

SERVICE BUSINESS | 2019年 / 13卷 / 02期

关键词：

FsQCA; Proactive postsales services; Customer satisfaction; Supplier innovativeness; Service-dominant logic; Vietnam; SALES; PARTICIPATION; VARIABLES; FAILURES; QUALITY; MODELS; IMPACT; QCA;

D O I：

10.1007/s11628-018-0381-x

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Drawing upon the service-dominant logic, this study investigates the effect of proactive postsales services (PPS) on supplier innovativeness and customer satisfaction. The study also explores the moderating roles of market mavenism and product category in these relationships. Results from structural equation modeling indicate that PPS has positive effects on both supplier innovativeness and customer satisfaction and that supplier innovativeness influences customer satisfaction. Further, product category moderates the effect of PPS on both supplier innovativeness and customer satisfaction. Results from fuzzy-set qualitative comparative analysis reveal several combinations of PPS components, supplier innovativeness, and market mavenism that form sufficient conditions for customer satisfaction.

引用

页码：249 / 268

页数：20

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